Tutorial: Azure Active Directory integration with Zendesk
In this tutorial, you learn how to integrate Zendesk with Azure Active Directory (Azure AD). Integrating Zendesk with Azure AD provides you with the following benefits:
- You can control in Azure AD who has access to Zendesk.
- You can enable your users to be automatically signed-in to Zendesk (Single Sign-On) with their Azure AD accounts.
- You can manage your accounts in one central location - the Azure portal.
If you want to know more details about SaaS app integration with Azure AD, see What is application access and single sign-on with Azure Active Directory. If you don't have an Azure subscription, create a free account before you begin.
To configure Azure AD integration with Zendesk, you need the following items:
- An Azure AD subscription. If you don't have an Azure AD environment, you can get one-month trial here
- Zendesk single sign-on enabled subscription
In this tutorial, you configure and test Azure AD single sign-on in a test environment.
Zendesk supports SP initiated SSO
Zendesk supports Automated user provisioning
Adding Zendesk from the gallery
To configure the integration of Zendesk into Azure AD, you need to add Zendesk from the gallery to your list of managed SaaS apps.
To add Zendesk from the gallery, perform the following steps:
In the Azure portal, on the left navigation panel, click Azure Active Directory icon.
Navigate to Enterprise Applications and then select the All Applications option.
To add new application, click New application button on the top of dialog.
In the search box, type Zendesk, select Zendesk from result panel then click Add button to add the application.
Configure and test Azure AD single sign-on
In this section, you configure and test Azure AD single sign-on with Zendesk based on a test user called Britta Simon. For single sign-on to work, a link relationship between an Azure AD user and the related user in Zendesk needs to be established.
To configure and test Azure AD single sign-on with Zendesk, you need to complete the following building blocks:
- Configure Azure AD Single Sign-On - to enable your users to use this feature.
- Configure Zendesk Single Sign-On - to configure the Single Sign-On settings on application side.
- Create an Azure AD test user - to test Azure AD single sign-on with Britta Simon.
- Assign the Azure AD test user - to enable Britta Simon to use Azure AD single sign-on.
- Create Zendesk test user - to have a counterpart of Britta Simon in Zendesk that is linked to the Azure AD representation of user.
- Test single sign-on - to verify whether the configuration works.
Configure Azure AD single sign-on
In this section, you enable Azure AD single sign-on in the Azure portal.
To configure Azure AD single sign-on with Zendesk, perform the following steps:
In the Azure portal, on the Zendesk application integration page, select Single sign-on.
On the Select a Single sign-on method dialog, select SAML/WS-Fed mode to enable single sign-on.
On the Set up Single Sign-On with SAML page, click Edit icon to open Basic SAML Configuration dialog.
On the Basic SAML Configuration section, perform the following steps:
a. In the Sign on URL text box, type a URL using the following pattern:
b. In the Identifier (Entity ID) text box, type a URL using the following pattern:
These values are not real. Update these values with the actual Sign on URL and Identifier. Contact Zendesk Client support team to get these values. You can also refer to the patterns shown in the Basic SAML Configuration section in the Azure portal.
Zendesk application expects the SAML assertions in a specific format. There are no mandatory SAML attributes but optionally you can manage from the User Attributes section on application integration page. On the Set up Single Sign-On with SAML page, click Edit button to open User Attributes dialog.
In the User Claims section on the User Attributes dialog, configure SAML token attribute as shown in the image above and perform the following steps:
a. Click Add new claim to open the Manage user claims dialog.
b. In the Name textbox, type the attribute name shown for that row.
c. Leave the Namespace blank.
d. Select Source as Attribute.
e. From the Source attribute list, select the appropriate attribute value.
f. Click Ok
g. Click Save.
You use extension attributes to add attributes that are not in Azure AD by default. Click User attributes that can be set in SAML to get the complete list of SAML attributes that Zendesk accepts.
On the Set up Single Sign-On with SAML page, in the SAML Signing Certificate section, copy the Thumbprint and save it on your computer.
On the Set up Zendesk section, copy the appropriate URL(s) as per your requirement.
a. Login URL
b. Azure Ad Identifier
c. Logout URL
There are two ways in which Zendesk can be configured - Automatic and Manual.
To automate the configuration within Zendesk, you need to install My Apps Secure Sign-in browser extension by clicking Install the extension.
After adding extension to the browser, click on Setup Zendesk will direct you to the Zendesk application. From there, provide the admin credentials to sign into Zendesk. The browser extension will automatically configure the application for you and automate section Configure Zendesk Single Sign-On.
Configure Zendesk Single Sign-On
If you want to setup Zendesk manually, open a new web browser window and log into your Zendesk company site as an administrator and perform the following steps:
In the left navigation pane, click Settings, and then click Security.
On the Security page, perform the following steps:
a. Click the Admin & Agents tab.
b. Select Single sign-on (SSO) and SAML, and then select SAML.
c. In SAML SSO URL textbox, paste the value of Login URL which you have copied from Azure portal.
d. In Remote Logout URL textbox, paste the value of Logout URL which you have copied from Azure portal.
e. In Certificate Fingerprint textbox, paste the Thumbprint value of certificate which you have copied from Azure portal.
f. Click Save.
Create an Azure AD test user
The objective of this section is to create a test user in the Azure portal called Britta Simon.
In the Azure portal, in the left pane, select Azure Active Directory, select Users, and then select All users.
Select New user at the top of the screen.
In the User properties, perform the following steps.
a. In the Name field enter BrittaSimon.
b. In the User name field type email@example.com
For example, BrittaSimon@contoso.com
c. Select Show password check box, and then write down the value that's displayed in the Password box.
d. Click Create.
Assign the Azure AD test user
In this section, you enable Britta Simon to use Azure single sign-on by granting access to Zendesk.
In the Azure portal, select Enterprise Applications, select All applications, then select Zendesk.
In the applications list, type and select Zendesk.
In the menu on the left, select Users and groups.
Click the Add user button, then select Users and groups in the Add Assignment dialog.
In the Users and groups dialog select Britta Simon in the Users list, then click the Select button at the bottom of the screen.
If you are expecting any role value in the SAML assertion then in the Select Role dialog select the appropriate role for the user from the list, then click the Select button at the bottom of the screen.
In the Add Assignment dialog click the Assign button.
Create Zendesk test user
The objective of this section is to create a user called Britta Simon in Zendesk. Zendesk supports automatic user provisioning, which is by default enabled. You can find more details here on how to configure automatic user provisioning.
If you need to create user manually, please perform following steps:
End-user accounts are automatically provisioned when signing in. Agent and Admin accounts need to be manually provisioned in Zendesk before signing in.
Log in to your Zendesk tenant.
Select the Customer List tab.
Select the User tab, and click Add.
Type the Name and Email of an existing Azure AD account you want to provision, and then click Save.
You can use any other Zendesk user account creation tools or APIs provided by Zendesk to provision AAD user accounts.
Test single sign-on
In this section, you test your Azure AD single sign-on configuration using the Access Panel.
When you click the Zendesk tile in the Access Panel, you should be automatically signed in to the Zendesk for which you set up SSO. For more information about the Access Panel, see Introduction to the Access Panel.
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